Complaints Procedure

Approved Inspectors are required to have a formal complaints procedure by the Building Control Performance Standards published by the Communities & Local Government (CLG).

Evolve Building Control recognises the importance of customer complaints as a valuable form of feedback about the services we offer. This procedure outlines the aims of the business in dealing with complaints and sets out what the client can expect when making a complaint regarding our services.

Step 1

The first step in the process is to contact the Building Control Surveyor who has been dealing with the application. This can be done informally, either directly or by telephone with a view of resolving the dispute quickly. It is the intention of the company to respond to all complaints that are both verbal and written within 5 working days.

Step 2

If the complaint cannot be resolved informally and the complainant decides make a formal complaint this should be done in writing to the Development Director on the contact details below:

Mr L Simpson
McDonagh House,
Suite 2 – Evolve Building Control
Short Close,
Stockton
TS18 3TW

Mr L Simpson will thoroughly investigate and establish all of the facts and circumstances associated with the complaint. A written response will be provided to the complainant within 10 working days.

Step 3

If the complainant remains dissatisfied after exhausting our internal procedure, they will be advised to make a formal complaint in writing to the Construction Industry Council (CIC) at the following address:

Registrar at the Construction Industry Council (CIC AIR)
26 Store Street,
London.
WC1E 7BT

The Registrar will follow the procedure set out in Section 3 of the Approved Inspectors Code of Conduct. A copy of Section 3 of the “Code of Conduct for Approved Inspectors and Disciplinary Procedures” as issued by the Construction Industry Council Approved Inspector Register (CIC AIR) will be provided upon request to assist in the process. It should be noted that the decision of the CIC AIR will be binding on all parties involved, subject to appeal.

All relevant information will be recorded as part of the company’s Quality Management System. All information will be kept for a minimum period of not less than 5 years for any subsequent independent audits.